In this episode we meet Sabina Onwuka Head of Customer Services at the London Borough of Barking and Dagenham. In this warm and inspirational conversation, Sabina shares the importance of empowering and engaging employees in a way that enables them to deliver empathetic and positive outcomes for all of their residents.
She introduces us to idea of amplifying “The Silent Voice of the Customer.” A groundbreaking program that uses data and insights to reach out to vulnerable residents who may never contact the council, and those who may not be aware of the help and support available to them at Barking and Dagenham.
She stresses the motivational value and benefits of involving her team in operational and technology initiatives and the positive results in terms of employee wellbeing and retention.